Customer Success Manager

- Managing a team of ten CSM’s
- Provide required support and resources to ensure my team can fulfill their roles to their maximum potential.
- Facilitated and delegated several of team-wide initiatives including KPI management, Voice of the Customer presentations, user networking events, educational & onboarding webinars, and program rollouts.
- Worked with other Success Team Leads, Group Managers, and Directors to ensure companywide goals were achieved
- Cross-department collaboration

- Managed a portfolio of 200+ digital freelancers with an end goal of growing their overall revenue via 1:1 consultation
- Maintained a 92% or more portfolio retention rate
- Conducted & hosted multiple webinars for our managed freelancer population.
- Worked with various cross-functional departments and key stakeholders on collaborative initiatives.
- Participated & led multiple projects with the intended goal of gathering feedback from our users to improve the platform.

- Facilitated both new hire and specialist up-skilling classes of up to 20 agents.
- Laid the groundwork for class agendas completed in a timely fashion
- Measured agent behaviors, attendance, and aptitude via various training tools.
- Maintained consistent communication with the agent’s future/current Team Leads.
- Stayed current with global training initiatives and assisted with rolling out new learning platforms.

- Regularly listened to & evaluated both live and recorded agent calls
- Partnered with stakeholders at the site level to provide effective and impactful coaching and development via face-to-face feedback to agents.
- Analyzed data to create action plans for intentional work based on return on investment.
- Facilitated calibrations and assisted with rolling out any new information to the office.

- Provided friendly efficient customer service to both guests & hotel partners via both inbound/outbound calls
- Maintained individual KPIs including CSAT, number of daily contacts, and call quality